No Broadband after 3 engineer visits 15 phonecalls...

I ordered BT Infinity thinking this was a good deal.
I was surprised to hear that it would take 5 weeks 11/12/2012 for an engineer to install this but gave it the benefit of the doubt as it was christmas time. The engineer turned up, went outside to the box, came back and said he did'nt have the 3rd key to the box and left saying this is BT's fault. Phoned up BT and they said this is open reach's fault. I did'nt care who's fault it was just wanted it fixed. Got a an email and txt saying another engineer will come 2 weeks later, this engineer failed to turn up and received no call or txt about anything?! I phoned up BT who arranged another engineer visit on 11/01/2013, the engineer hooked up the equipment inside and went outside to look at the box. He came back 45 minutes later and said there was a problem with the wires...?? Ok?? I thought engineers knew how to be engineers and fix wire problems. Phoned up BT again and was told the service is now available. I check this and the service is still not available, I phone back on 14/01/2012 and am told that a full report of the problem will be made available to me. ???? No information has yet been communicated to me, no compensation for lack of service has been made even though I have had to take 3 days off work for supposed engineers not being able to do their jobs and am still paying for the this non service???!!
This whole process has been completley ridiculously and clearly there is a lack of common sense or communication between BT and Openreach in sorting this out. No explanation or Compensation?!?
THIS IS A COMPLETE JOKE

Hi benjaminjamesford
I am really sorry that there has been so much difficulty with your BT Infinity installation and that you have been left in the dark.
I'll be happy to have a closer look and find out what's going on and get the service up and running for you asap.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Similar Messages

Any ideas, slow speed at peak, 3 engineer visits a...

So I switched to BT in July in order to get BT sports free and broadband half price (there is a recession remember lol)
Anyway I never had any speed issues with my old ISP and at the start of Nov my exchange was upgraded to ADSL2+, now at peak times and only peak times my speed drops to 1.5-3mbps, outwith peak times I get the full 18mbps.
I've had 3x engineer visits since mid-December and still the issue persists, they say the sync speed is fine but the through put is the issue. They test everything and then call the people they call (whoever these people are). The 2st guy said my SNR was at 3 when it should be 6 and got this reset but it wasn't done correctly, so when he came back today he called the "Boffins" as he calls them and got it changed, he asked them about the speed through put issue and the "Boffin" said I should be getting the full 18mbps. The only thing the Boffin could think of is that to get me taken off the BT Hotspot list as this could cause the issue....I don't see how as I stay in a small town but I've removed myself from the list on the Fon website.
The Tech helpline and Tier 2 support people as no good to man nor beasts and I've spoken to them on numerous occasions without success and also logged a complaint.
I do see hoe being removed from the hotspot list will resolve this issue but anyone got any ideas....as no one else does!!!

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
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Slow Broadband after 21CN Upgrade?

Before my scheduled 21 upgrade my download connection has been rock solid at 8000K for several years. My whole recent experience with BT has been very disappointing and I hope you can throw some light on a solution.
So Far:
My Equipment: BT2000 Faceplate, RJ11 to BT Homehub 1010, 1 Extension fitted (No Bell wire Connected).
Problem 1. Now resolved. On the day of my appointment the engineer connected my dial tone and broadband to someone else’s line in the next village. The fault call centre insisted the fault could only be in my property as the line tested OK and I would have to accept the possible charges. Despite my requests for them to despatch an engineer to the exchange as it is more than a coincidence that my dial tone disappeared at the same time as my scheduled changeover they insisted I have an appointment. The fault was cleared in the exchange by the visiting engineer.
Problem 2. Now resolved. The engineer did not remove the call divert on my line and I missed my incoming calls for several days as my calls were diverted to a random number. I tried #21# and this did not work, so I contacted BT again. They informed me they could not remove the divert because they had not put it on. After investigation #61# managed to remove my divert. When I asked why it was not removed when my line was fixed I was told that I must have put the divert on myself as it was done by someone with access to my line. The whole point that my line had been connected elsewhere was totally alien to the call centre worker.
Problem 3. On going
After 14 days of Mediocare performance I was connected much slower speed than my old connection and as my profile was 4000k this is only half of my previous performance. (See Below)
1. Best Effort Test: -provides background information.
Download Speed
5959 Kbps
0 Kbps
4000 Kbps
Max Achievable Speed
Download speed achieved during the test was - 5959 Kbps
For your connection, the acceptable range of speeds is 1200-4000 Kbps.
Additional Information:
Your DSL Connection Rate :4603 Kbps(DOWN-STREAM), 1251 Kbps(UP-STREAM)
IP Profile for your line is - 4000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 16.4:29.53:54.07 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
873 Kbps
0 Kbps
1251 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 873 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1251 Kbps
So I call BT again and after I have established that the only changing parameter is the new 21CN upgrade I am promised that a request will be passed to the engineers to increase the profile........ The result is that they just reset my profile, so once again my speed fluctuates for several days from a virtual stop to slow.
It is now six days since reporting my slow speed problems after receiving several calls from BT to ask me if my speed has improved, I am finally a broken man today.
They insist that I have a broadband boost engineer, before I accept this, I ask several questions and failed to get any acceptable answers..
What is wrong with my broadband? You have a fault in the property (change the record!!)
Why cannot you tell me the speed I am connected at. You cannot WOOSH test me? We cannot tell, we have to call you
Can I speak to the engineers? You cannot Sir
Can I speak to your Boss? No, why would you want to do that!
What have you done in the exchange to fix my fault? We have changed some things
Do you thing it is acceptable to still have slow speeds after twenty days? That's why you need a boost engineer
What are you going to do differently from all the other people I have spoken to to resolve my issue. Nothing
So with no other option I accept that an appointment will have to be made again. I am offered an appointment in the week, when I explain that I have business appointments and that I need a weekend appointment I am told none is available or would be available. So I agree to a Monday appointment. After the call I get a text to say I have an appointment has been made for Thursday! So I have to call them back and ask for the appointment I have been promised and I am told it's a simple and easy mistake to press the wrong button, it happens quite often!!
I since read here that it may help to upgrade my homehub, so why have they not sent me a replacement days ago?
Current Performance:
1. Best Effort Test: -provides background information.
Download Speed
2024 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speed achieved during the test was - 2024 Kbps
For your connection, the acceptable range of speeds is 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :2271 Kbps(DOWN-STREAM), 771 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 13.35:23.63:63.06 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
592 Kbps
0 Kbps
771 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 592 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 771 Kbps
I know there are more important things going on in this world. But my work, my ebay, my shopping, my banking, my social sites etc. all require bandwidth and to have it taken away disguised as an upgrade obviously upsets me. I am shocked at the complete lack of communications, and the inability to listen and understand your customers. What is the point of a call centre that can do NOTHING outside their script to help!
Solved!
Go to Solution.

Not sure why my profile is still changing and why I was disconnected today, probably the call centre doing another line test.
Uptime:
0 days, 10:24:37
Modulation:
G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]:
803 / 2,523
Data Transferred (Sent/Received) [MB/MB]:
322.86 / 348.70
Output Power (Up/Down) [dBm]:
12.0 / 0.0
Line Attenuation (Up/Down) [dB]:
19.0 / 31.0
SN Margin (Up/Down) [dB]:
13.5 / 30.0
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
1 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
1 / 0
FEC Errors (Up/Down):
0 / 0
CRC Errors (Up/Down):
0 / 0
HEC Errors (Up/Down):
0 / 0
Line Profile:
Fast

IP line profile 750kbps after engineer confirmed i...

After a weekend of 0.17-0.3 Mbps an engineer visited today and confirmed that the download speed shouldto our house is 3300kbps but that the IP line profile was 1000kpbs. The engineer promised that within 2-4 hours the limit would be changed to more than 1000kbps and within 10 days it should be upto 3300 kbps. After waiting 4 hours I checked the BT Speedchecker and the IP line profile has Dropped to 750kbps?! What's gone wrong? Also BT Speed checker does not seem to be working for me now at all. Can anyone help, as I am still having low broadband speed and unable to stream anything.
Solved!
Go to Solution.

Hi your IP Profile is correct for your current connection speed your profile will not increase until your connection speed doesif you post your hub stats we will be able to advise you further
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

At the end of my tether have had 6 engineer visits...

Hi - wondering if anyone here can help me or suggest who I can talk to to get some help.
I have a recurring problem which happens a few times daily - my broadband will cut out and, at the same time, there will be crackling and hissing on the phone line. I've had 6 BT engineer visits so far, most of whom claim to have done 'something', but nothing has improved the problem at all. For most of the time I've been running out of the test socket so my internal wiring doesn't have an effect:
1. The first guy (broadband engineer) did something 'at the cabinet' and claimed it should be OK - it wasn't. He also installed one of those sockets that separates the phone from the broadband at the master socket, just in case it helped.
2. The second guy (broadband engineer) said 'loads of things are wrong at the exchange', fixed them and the problem remained.
3. The third guy (phone engineer) said he changed which pair was being used on a cable going through some trees - this made no difference.
4. The fourth guy (phone engineer) looked at the box on the telegraph pole at the end of our drive, said it was full of water and corroded, and fixed that. No difference.
5. The fifth guy (phone engineer)  said there was nothing wrong with the line, but noticed some noise, and said it seemed to stop when the router was unplugged. He plugged my internal wiring back in and said it wasn't making any difference. Still the problem occurred. He mentioned something called a 'special field investigation' as being what would be needed if the problem continued.
6. The sixth guy (broadband engineer) today said the problem was my internal wiring (despite my protestations that the problem occurred when using the test socket), and disconnected it altogether. Did tests at my house and the exchange and said it was all fine now. An hour later my line goes down and the phone noise is back (despite the excellent and calm weather).
I tried have tried two different routers (my BT Home Hub 3 and also an older Belkin router) - the problem's there on both. What seems to happen (particularly on the Home Hub 3) is that the noise margin just drops lower and lower over the course of a few hours until the connection fails, the phone gets noisy and (usually) the router needs to be reset.
I have another guy visiting on Thursday. I am starting to get frustrated calling up the call centre each time and going through the same old process of having them tell me they'll reset my line, that not working, getting an engineer out, them turning up while the intermittant fault isn't occuring, trying to find something to fix and either fixing that or just telling me everything seems to be OK, and that, unless the fault is happening while they're there, there's nothing I can do. Whenever I ask the call centre for a 'special field investigation' they don't seem to know what that is.
Question - what can I do in this situation? I'm feeling that BT is charging me for a service it's unable to provide, and they don't seem willing or able to make the broadband work properly. Presumably what is needed is for whatever equipment they use (or people) to find these faults to spend sufficient time monitoring the line (which might be a whole day) so that they can find what is causing the problem.
I have a suspicion that the fact that my line goes overhead through a lot of trees could be a part of the problem, but I guess it could be anything.
Is there another department that I can talk to that can prioritise getting this resolved? It's costing me a huge amount of time and, since I rely on the internet connection for work, money.
My current router stats are as below, although not sure they'll be of much use:
Data Rate(Kbps)
         6676
         444
Noise margin (dB)
         6.7
         23.1
Output power (dBm)
         13.1
         0.0
Attenuation (dB)
         48.5
         26.9
If someone from BT sees this and can help, please do!
Thanks in advance

So the engineer came and, of course, everything was working ok. He did fit some kind of RF filter on my main socket, and 'changed the pair' on one of the outside cables. Since then, I've only had a noisy line once, and seem to have been connected for 3 days solid, which is a record!
I've switched back to my BT Home hub 3, which guavas me more stats. The line has previously given me up to 6mb/s, now only getting 1.6.
Do you think, now the line seems more stable, with the stats below I should be able to maintain a higher speed now?
Thanks
Line state: Connected
Connection time: 3 days, 02:19:39
Downstream: 1.601 Mbps
Upstream: 444.9 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.3 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 17.7 dB / 22.6 dB
Line attenuation (Down/Up): 44.8 dB / 27.0 dB
Output power (Down/Up): 18.6 dBm / 12.6 dBm
FEC Events (Down/Up): 3144673 / 0
CRC Events (Down/Up): 14434 / 38
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 111873 / 10
Error Seconds (Local/Remote): 1011 / 4

Moved house, no broadband after three weeks, despe...

Moved house, no broadband after three weeks .....Desperate for help!
Options
on 13-08-2012 22h08
I am posting on behalf of my very elderly (88 years) mother who moved house three weeks ago and has yet to get her BT broadband to work despite at least five calls to the hepline and a visit from the engineer, (it took ten days just to get the phone to work)
The engineer advised there was a small amount of connection but it needed a boost form the exchange? Which he was unable to do.
Next call to call centre advised boost was in progress and connection would resume in 1 hour. It didn't.
Please...What do we do next, my mother although elderly is very dependant on email for communication with family and this is causing great distress, she struggles with the call centre as she a little deaf. Is there a UK based help line as she may get on better with this, as all confidence and patience is now exhausted with usual 0800 number.
We must have wasted at least five hours on the phone to the call centre and have achieved nothing but frustration.
Any advice welcome.
Many thanks.
Solved!
Go to Solution.

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

HT5622 There is incoming but no out going in my iPhone 3 after I visited aerodrome.

My iPhone has just stopped outgoing but incoming is allowed after I visited aerodrome. Please let me what to do.

Double tap Home button and delete Safari and Mail from multitask bar that appears.
Reset: Hold down the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears. Note: You will not lose any data

Slower speed after engineer visit

After losing my broadband connection last week an overreach engineer came out today and found that an ant infestation further down the road had disconnected the cables! My connection speed is now only 1mbs when previously it was 4.5. Should I expect to see thIs increase fairly quickly in the 10 day period or will it take a while?

ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 00:29:44
Downstream:
1,150 Kbps
Upstream:
440 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.3 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
11.7 dB / 17.2 dB
Line attenuation (Down/Up):
58.0 dB / 34.2 dB
Output power (Down/Up):
0.0 dBm / 12.7 dBm
FEC Events (Down/Up):
197 / 63
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0
BT Speed Test gives my connection speed as 1.2mbps and estimated speed as 3.5mbps (I was getting 4.5mbps before the engineer fixed the connection issue)
I am connected to a spur off the master which is about 4 meters away and when I have connected directly to the test port I get the same result.
I have also tried the quite line and hear nothing.
Thanks :-)

Slow broadband after a line fault

Hi,
I recently returned from a week's holiday and found my broadband was dropping out almost every few minutes and was incredibly slow. I also had no dialling tone on my home phone line.
An Openreach engineer called this morning and found that a very old extension wire running through the house was causing the problem. He disconnected the troublesome wire, and now I have a good phone line and a stable broadband connection (connected for over 3 hrs without a problem).
However, the broadband is still very, very slow - the downstream is only 239kbps.
I have very little knowledge about broadband technology, but after a few hours researching I seem to have reached the conclusion that the reason for this is the connection kept dropping out whilst I was away on holiday. This has caused my IP profile to be set at 135kbps (determined by using the BT speed checker). A lot of the forums say that the IP profile will return to normal once the line has been stable for 3-10 days.
So, I guess I'm just looking for some reassurance that after a few days the line will return to normal.
If anyone can set my mind at rest, I'd be most grateful.
Phil
Solved!
Go to Solution.

Here are stats from hub:
DSL Connection
Link Information
Uptime:
0 days, 3:57:27
Modulation:
G.992.3 annex A
Bandwidth (Up/Down) [kbps/kbps]:
444 / 239
Data Transferred (Sent/Received) [MB/MB]:
11.31 / 29.76
Output Power (Up/Down) [dBm]:
12.5 / 0.0
Line Attenuation (Up/Down) [dB]:
26.5 / 47.5
SN Margin (Up/Down) [dB]:
27.5 / 31.5
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
0 / 0
FEC Errors (Up/Down):
0 / 86
CRC Errors (Up/Down):
0 / 0
HEC Errors (Up/Down):
0 / 0
Line Profile:
Fast
And from BT Speed tester:
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
58 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 58 Kbps
For your connection, the acceptable range of speedsis 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :239 Kbps(DOWN-STREAM), 444 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 24.53:21.32:54.15 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
258 Kbps
0 Kbps
444 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 258 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 444 Kbps
Thanks.

5th new hub 5 engineer visits

First 4 hubs, kept blowing, engineer brought new one today, this morning he told me that there was a ring short on line, he plugged some test equipment in, said line was fine, but yet still no broadband, he connected new hub up, and broadband is back, i really can not see this hub lasting either, as a 4 previous ones keep blowing, the power light and wireless lights stay on, but no broadband, it is working now but for how long for, i would not place money onit to last longer than a day, engineer left at 10:30, and here are the stats of router, Note all loss of signals, the broadband light keeps going off and then reconnecting
ADSL line status<script type="text/javascript">// var trClass = ["odd", "even"]; var td1 = ["w3", "Line state", "Connection time", "Downstream", "Upstream"]; var td3 = ["w3", "VPI/VCI", "Type", "Modulation", "Latency type", "Noise margin (Down/Up)", "Line attenuation (Down/Up)", "Output power (Down/Up)", "Loss of Framing (Local)", "Loss of Signal (Local)", "Loss of Power (Local)", "FEC Errors (Down/Up)", "CRC Errors (Down/Up)", "HEC Errors (Down/Up)", "Error Seconds (Local)"]; var td2 = ["", "Connected", "0 days, 0:06:06", "2,848 Kbps", "448 Kbps"]; var td4 = ["", "0/38", "PPPoA", "ITU-T G.992.1", "Interleaved", "9.8 dB / 19.0 dB", "57.0 dB / 31.5 dB", "17.8 dBm / 12.1 dBm", "204", "122", "0", "1571 / 0", "0 / 2147480000", "nil / 0", "178"]; // </script>
Connection information<script type="text/javascript">// createTable("normal", trClass, td1, td2); // </script>
Line state
Connected
Connection time
0 days, 0:06:06
Downstream
2,848 Kbps
Upstream
448 Kbps
ADSL settings<script type="text/javascript">// createTable("normal", trClass, td3, td4); // </script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
9.8 dB / 19.0 dB
Line attenuation (Down/Up)
57.0 dB / 31.5 dB
Output power (Down/Up)
17.8 dBm / 12.1 dBm
Loss of Framing (Local)
204
Loss of Signal (Local)
122
Loss of Power (Local)
0
FEC Errors (Down/Up)
1571 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
178

Lines can only 'destroy' hubs if there is too high a voltage on there, or on there sometimes. Otherwise, the hub may not work on your line but would then be okay elsewhere. I'm guessing that some mains (240V) is finding its way onto your phone line - this can be determined with a voltmeter (qualified techs only!). That's only a guess and, if I was your engineer, I'd have a look at whether the same hubs work on other lines after they have stopped working on yours (if they are okay 'again', some other explanation is far more likely). Incidentally, I'm not a BT engineer, but I did train at the BBC a couple of decades ago. A typical cause of 240V getting onto a phone line would be a nail or screw inserted into the wall and piercing both cables, thus making an electrical connection between the two.

Engineer visits - timing query

Does anyone know if Openreach engineers contact customers to arrange visits? I've got no leave left from work so can only be at home at certain times if given enough notice to arrange cover.
I reported a fault with home phone/broadband which was subsequently found to be on the bt network (at the exchange on the diagram kindly provided) and I was given a target resolution time/date. Just as I was about to leave the house last Fri an engineer arrived unannounced and as he didn't know how long he would be, it wasn't convenient so he said I had to ring my service provider (BT) and rearrange an appointment as they need to check the line.
I contacted customer services who took a contact no and told me an engineer would be in touch. Just as I was leaving for work yesterday (Mon) an engineer arrived again unannounced, I explained that I had to go to work and that the engineers were supposed to be ringing before coming out, he said that wouldn't happen and BT customer service were giving out incorrect information and I would have to contact them again. I did so and was told that if I provided a contact no the engineers would ring before coming out. I explained that the last engineer had said they wouldn't ring but the BT customer service agent insists that they will. I have now noticed that the update on my fault online states that was allocated to an engineer again this afternoon, but I have had no tel call/e-mail and unfortunately my crystal ball is also on the blink so I have no idea what is going on. Needless to say the deadline for fixing the fault has passed and I am none the wiser about what is happening.

Anyway, the way I see it is if you make an appointment between 8 and 1 then be there between 8 and 1. I ain't got time to sit outside someone's house for 15-30 mins while they nip back from town.
And conversely I bet all those customers who have waited in all day for an engineer not to turn up thought the same...
The thing is customers very rarely get a choice of when their engineer will turn up as appointments are twice removed from them (via their comms co, then OR). If I ever needed an engineer I'd much rather a quick call to my workplace when their coming over, as I can be in my house within 5 mins. It can't be beyond the wit of man to sort that can it?

Engineer visited today to correct a faulty connect...

Hello forums. Is there any way to contact my local exchange (Iver, Buckinghamshire) to reset my line to full speed.
With the repair done and the quietest line we have ever had, the speed has not improved. I did the bt speed test and the hub is connected to the exchange at a blistering (for us) 5335k! What is going on, can any one help. After almost 3 years of calling out engineers and I think even having to pay the call out once as the engineer reported a fault with a lead saying we could have done it! So the engineer today did his job properly and did find a connecter in the ground that was green with rot, replaced and tested with flying colours.
So did this engineer forget to contact the local exchange on leaving to reset our ip profile? Interestingly the ip profile being 135k the test showed up 144k filled in the boxes to be told the actual connection I get is faster than the profile and this is incorrect, could not go any further with the test as the screen would not let me enter the true reading the tester gave me.
Thanks in advance
Solved!
Go to Solution.

It can take a few days for the line profile to rise, after a line fault. Just leave it connected, do not restart the home hub, or depower it.
Then do anothe BT speed test in about three days.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Read this and weep...11 engineer visits and counti...

Original thread created in January this year http://community.bt.com/t5/BB-in-Home/Help-Speed-low-but-is-this-my-fault/td-p/112249
Since then I have had no fewer than 11 line engineers and broadband engineers visit and /or attempt to fix a fault with my BB service which manifests itself in pitiful SNR levels after dark - right down into the negative figures.
What's been done / tried so far -
New main socket
New filtered faceplate
New drop line to pole
Pairs changes
Fixing resistance faults / battery
Checking out the earth in my electrical wiring (all perfect)
Eliminating any local interference issues
Consulting REIN engineers (although I have no evidence this was actually done)
Changing D side at cabinet
Lift and Shift (yesterday)
I'm using a 2wire Gateway 2700 is its about the only router that will hold on to the line at all. I live about 1.5km from the exchange in Hove.
Here's a sample of the line stats I had a couple of hours ago:
DSL Details
Modem Type:
Built in modem - ADSL
DSL Line (Wire Pair):
Line 1 (inner pair)
Current DSL Connection:
Down Up
Rate:
8867 kbs
944 kbs
Max Rate:
8867 kbs
1140 kbs
Noise Margin:
-0.1 dB
4.0 dB
Attenuation:
39.0 dB
20.0 dB
Output Power:
20.6 dBm
-31.0 dBm
Protocol:
G.DMT2+ Annex A
Channel:
Interleaved
DSLAM Vendor Information
Country: {46336} Vendor: {TSTC} Specific: {4101 }
ATM PVC:
0/38
Rate Cap:
8867 kbs
Attenuation @ 300kHz:
39.0 dB
Uncanceled Echo:
-19.9 dB
Ok
VCXO Frequency Offset:
-1.7 ppm
Ok
Final Receive Gain:
20.8 dB
Ok
Impulse Noise Comp. Tones:
0
Ok
Excessive Impulse Noise:
0
Ok
Traffic Statistics
IP Traffic Bytes Packets Errors %
Transmit:
98809
488
0
0
Receive:
258579
438
0
0
ATM Traffic Cells Errors %
Transmit:
530975
0
0
Receive:
3755590
0
0
DSL Link Errors
Collected for 1Day4:53:54
Since
Current
Current
Time Since
Reset 24-hr int. 15-min int. Last Event
ATM
Last Event
Cell Header Errors
273466
232643
16081
0:00:01
Loss of cell Delineation
46927
46209
2427
0:00:01
DSL
Link Retrains:
2
0
0
6:35:02
DSL Training Errors:
1
0
0
9:40:56
Training Timeouts:
0
0
0
0:00:00
Loss of Framing Failures:
3
0
0
6:35:03
Loss of Signal Failures:
1
0
0
9:41:05
Loss of Power Failures:
0
0
0
0:00:00
Loss of Margin Failures:
4541
4540
333
0:00:01
**bleep**. Seconds w/Errors:
36643
9335
533
0:00:01
**bleep**. Sec. w/Severe Errors:
5584
5480
419
0:00:01
Corrected Blocks:
841555
824065
30647
0:00:01
Uncorrectable Blocks:
335915
261154
18265
0:00:01
DSL Unavailable Seconds:
95
0
0
6:33:59
This results in a totally unusable service with web pages at a crawl at best.
Any thoughts or suggestions welcome. I'm just about at the end of my tether, coming home every night to deal with this is no fun, not to mention all the days I've spent waiting in for engineers. Forum mods are aware, and although everyone has been without exception extremely polite and tried to help, the end result is a fail.
This is an Option 3 full price package. Surely I have good grounds to ask for an amicable exit from my contract, as BT cannot provide a stable service?

Replying here just to update and let others know what to expect. This issue now been with the mods for weeks and I have escalated to the high level complaints team who are looking into and have asked me to send copies of router screen dumps etc showing the low SNR as "evidence"
Well I have posted all this info before here and in previous threads, but I have lots of this evidence so happy to supply if it eventually gets me somewhere. Have to say though, I am not confident.
This is what is happening as soon as sunset kicks in, think it is pretty obvious where the SNR will end up once dark. i know from experience this will be a downward slide until 2dB or lower and the subsequent loss of margin issues with my service. I am currently syncing at 6-7 meg with an IP profile of 5 meg, and have attenuation of 39, living 1.5km from the exchange.
Absolutely fed up with this and now it seems that it will take some more weeks for this to be investigated.
And behold....

Slow Broadband after phone line fault rectified

Joined BT Broadband Option 1 on 15/02/11, all was well with linespeed up to 6mbs while stabilising, On the 16/02/11 I reported a Phone fault (Broadband reverted to 135kbps) Phone fault was rectified on 18/02/11 and was told it would be 3 days before my broadband started to improve, it is now 24/02/11 and my Ip profile is still at the fail safe 135kbps, Anyone Help please.
Line state: Connected
Connection time: 0 days, 19:19:09
Downstream: 286.3 Kbps
Upstream: 440 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 26.3 dB / 23.2 dB
Line attenuation (Down/Up): 30.3 dB / 16.8 dB
Output power (Down/Up): 17.9 dBm / 12.9 dBm
FEC Events (Down/Up): 1528 / 2
CRC Events (Down/Up): 0 / 32
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 0 / 7
Error Seconds (Local/Remote): 0 / 0
Download speedachieved during the test was - 52 Kbps
For your connection, the acceptable range of speedsis 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :286 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
Thankyou chas2209
Solved!
Go to Solution.

Hello,
Your noise margin does seem high but the speed does take about 3-10 days to build up after faults. I had the same issue if you call tech help desk 0800 111 4567 they will be able to sent you profile higher.

Slow broadband after exchange upgrade

My exchange (Accrington) was recently upgraded. Prior to the upgrade I was getting approx 5.5Mb.
I was told that I would need to wait 10 days after the upgrade for re-training of my line.
After 10 days, my connection had dropped to 1.6Mb, so I called BT and was told that it was because I had a home hub version 1.0 and that it was incompatible with the upgraded exchage.
New version 2.0 Hub was sent to me and this has now been connected for 5 days. I also took the opportunity to move things arround so the new hub is connected directly to the master socket, there is no extension wiring and no telephone connected. (Master socket has BT broadband accelerator filter fitted)
I have used BT speedtest and got the stats from my hub. My IP Profile is no where near what it used to be, I would have expected this to rise after 5 days ?
Any suggestions as to what I should do now ?
By the way I am 456M from the exchange !
Line state
Connected
Connection time
0 days, 19:09:33
Downstream
2,268 Kbps
Upstream
1,184 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
28.9 dB / 4.4 dB
Line attenuation (Down/Up)
16.0 dB / 7.1 dB
Output power (Down/Up)
0.0 dBm / 13.0 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 4294967137
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
0
1. Best Effort Test: -provides background information.
Download Speed
1555 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1555 Kbps
For your connection, the acceptable range of speedsis 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :2268 Kbps(DOWN-STREAM), 1183 Kbps(UP-STREAM)
IP Profile for your line is - 1750 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 9.13:22.36:68.51 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
976 Kbps
0 Kbps
1183 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 976 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1183 Kbps
We were unable to identify any performance problem with your service at this time.

Thanks for the reply.
I have removed the filter, and I will leave it for a few days to see if I get any improvement.
The noise margin(down) actually increased slightly after removing it, is this to be expected ?
Line state
Connected
Connection time
0 days, 0:01:28
Downstream
2,268 Kbps
Upstream
1,236 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
29.1 dB / 6.0 dB
Line attenuation (Down/Up)
16.0 dB / 7.0 dB
Output power (Down/Up)
0.0 dBm / 12.1 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 12
Error Seconds (Local)
0

No Broadband after 3 engineer visits 15 phonecalls...

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